eTOM level-2 processes

This graphic shows the second level processes in the entire eTOM framework.
SIP section
The second-level processes in the Strategy and Commit end-to-end process include Market Strategy and Policy, Product and Offer Portfolio

Planning, Service Strategy and Planning, Resource Strategy and Planning, and Supply Chain Strategy and Planning.

The second-level processes in the Infrastructure Lifecycle Management end-to-end process include Marketing Capability Delivery, Product and Offer

Capability Delivery, Service Capability Delivery, Resource Capability Delivery, and Supply Chain Capability Delivery.

The second-level processes shown in the Product Lifecycle Management end-to-end process include Product and Offer Development and Retirement,

Product Marketing Communications and Promotion, Sales Development, Service Development and Retirement, Resource Development and

Retirement, and Supply Chain Development and Change Management.

Operations section
Second-level processes shown in the Operations Support and Readiness end-to-end process include CRM Support and Readiness, SM&O Support
and Readiness, RM&O Support and Readiness, and S/PRM Support and Readiness.
Second-level processes in the Fulfillment end-to-end process include Customer Interface Management, Retention and Loyalty, and Supplier/Partner
Interface Management. These three processes are shown as spanning Fulfillment, Assurance, and Billing. Second-level processes unique to
Fulfillment include Selling, Marketing Fulfillment Response, Order Handling, Service Configuration and Activation, Resource Provisioning, and S/P
Regulation Management.
Second-level processes shown in the Assurance end-to-end process include the three previously mentioned processes that span Fulfillment,
Assurance, and Billing, as well as Resource Data Collection and Distribution, which spans both Assurance and Billing. Second-level processes
unique to Assurance include Problem Handling, Customer QoS/SLA Management, Service Problem Management, Service Quality Management,
Resource Trouble Management, Resource Performance Management, S/P Problem Reporting and Management, and S/P Performance Management.
Second-level processes in the Billing end-to-end process include, in addition to the four previously mentioned ones that span other end-to-end
processes, Bill Payments and Receivables Management, Bill Invoice Management, Bill Inquiry Handling, Service and Specific Instance Rating, and
S/P Settlements and Payment Management.
Enterprise Management section
Strategic and Enterprise Planning includes Strategic Business Planning, Business Development, Enterprise Architecture Planning, and Group

Enterprise Management. Enterprise Risk Management includes Business Continuity Management, Security Management, Fraud Management, Audit

Management, and Insurance Management. Enterprise Effectiveness Management includes Process Management and Support, Enterprise Quality

Management, Program and Project Management, Enterprise Performance Management, and Facilities Management and Support.

Knowledge and Research Management includes Knowledge Management, Research Management, and Technology Scanning.

Financial and Asset Management includes Financial Management, Asset Management, and Procurement Management.

Stakeholder and External Relations Management includes Corporate Communications and Image Management, Community Relations Management,

Shareholder Relations Management, Regulatory Management, Legal Management, and Board and Shares/Securities Management.

Human Resources Management includes Human Resource Policies and Practices, Organization Development, Workforce Strategy, Workforce

Development, and Employee and Labor Relations.